Veterinary Practice Manager

Petco•Snellville, GA

13d•Onsite

About The Position

The Hospital Operations Manager provides daily leadership to the hospital and partners with Hospital Veterinarian(s) and retail store teams to ensure smooth, profitable operations. The role builds a culture of high-quality patient care and exceptional customer service while driving revenue, managing costs, and representing the hospital’s and Petco’s mission and values. The manager coordinates hospital operations and cultivates a supportive, collaborative, cohesive, and motivated team environment. The position oversees day-to-day practice functions, including staffing and scheduling, equipment maintenance, inventory, invoicing, patient appointments, training, radiological safety, client concerns, and records. It also supports financial performance, hiring and development of paraprofessional partners, regulatory and company-policy compliance, and a seamless client and patient experience. The role reports to the Area Operations Manager and supervises one or more Veterinary Technicians, Vet Assistants, and Concierge partners.

Requirements

2–3 years of previous experience working in a veterinary practice; alternatively, 2+ years of strong leadership experience.
Excellent written and verbal communication skills.
Ability to make decisions, delegate tasks and responsibilities, and drive results with hospital partners.
Compassionate and sympathetic manner, with the ability to remain professional during emotional and stressful situations.
Telephone etiquette and basic computer skills, including Microsoft Office.
Team-oriented approach, willingness to keep learning, offer creative ideas, and accept continual change.
Ability to plan paraprofessional schedules to ensure adequate coverage while staying within forecasted payroll costs.
Ability to perform duties with or without reasonable accommodation, including bending, kneeling, lifting up to 30 pounds as necessary, and standing for long periods.

Nice To Haves

3–5 years of previous veterinary practice experience.
Previous P&L management experience.
Bachelor’s degree or equivalent experience.
3+ years in a management role, including customer service.
Reporting and data analysis experience.
Veterinary Assistant or Veterinary Technician experience in roles of increasing responsibility.
Licensed Veterinary Technician or Certified Veterinary Assistant credential; not required.
Change agility: ability to work productively and navigate ambiguity or uncertainty in a fast-paced, evolving environment.
Desire to learn, with flexibility and resilience, constructive adaptation to changing needs, and willingness to seek and incorporate feedback.
Drive for results, including timely decision-making, ownership, clear goals, and personal responsibility for executing actions.

Responsibilities

Lead hospital paraprofessionals to achieve operational excellence, efficiency, high standards of patient care, and excellent client experiences.
Build productive relationships with hospital veterinarians and foster a positive, cohesive team culture.
Coordinate day-to-day practice functions, including partner scheduling, equipment maintenance, inventory control and ordering, invoicing, patient scheduling, team training, radiological safety, and escalated client concerns.
Oversee hiring, training, performance reviews, counseling, and separation of paraprofessional partners in partnership with the Area Operations Manager and Human Resources Business Partner.
Schedule paraprofessional partners at least two weeks in advance and maintain partner points in accordance with Petco’s punctuality and attendance policy.
Create and maintain the doctors’ schedule, with support from the Area or Regional Medical Director as needed.
Review monthly P&L reports and partner with the Area Operations Manager to grow revenue and exceed financial targets.
Escalate partner or client issues to the Area Operations Manager, Area Medical Director, and/or Human Resources Business Partner as appropriate.
Collaborate with Petco retail store teams to provide a seamless complete-care customer experience and a positive, cohesive culture.
Schedule appointments, educate clients, relay test results to doctors and clients, maintain inventory and client/patient records in the practice management system, and manage accounts receivable.
Keep the hospital clean and orderly, maintain OSHA standards, and follow routine and scheduled cleaning and maintenance practices.
Uphold and enforce Petco and Vetco Total Care policies.
Resolve patient, client, and hospital partner issues as they arise or as soon as possible, prioritizing patient care.
Provide backup front desk support, including answering telephones, and perform additional duties and special projects as assigned.
Recruit, interview, hire, train, mentor, coach, and delegate assignments to direct reports, and partner with Human Resources on discipline up to and including termination.